AT&T Digital Life Reviews

We have been with AT&T digital life for some time now. Our main issues have always been the Battery dying way too soon on the system. Yesterday we called and said that we are getting Windows replaced. The person on the other line was trying to trouble shoot our issue. We said NO we need a tech to come out and replace our senors on our windows since we are getting new windows. They said it was going to be a 99.00 fee for them to send a tech. My husband said We have NEVER been charged a fee for them to come out and fix THEIR equipment. So he hung up with the Tech support and called AT&T where we bought our system. At&T informed us that they no longer own Digital Life. SMH.

So had to change the battery on our back door & when we took the "thingy" off the door it completely fell apart. When I called customer service all she said was it'll take 3-5 business days to get the replacement "thingy"! So for 3-5 business days my back door has to be bypassed, meaning NO COVERAGE! So what happens if someone breaks in my back door within those 3-5 days??? It's HORRIBLE that we cannot even get an ENGLISH speaking agent that isn't reading off a script. They REFUSED to overnight me the replacement! Like they really didn't even UNDERSTAND the problem! THANK GOD I have BIG DOGS in my house to cover THEIR problem! It's a shame they charge $40 a month & won't even cover the overnight charge to insure that my house is protected! Looks like it's time for a switch!!!!!

Had a problem with 2 sensors. Turns out 1 problem wasn’t a problem at all - simply a failure on their part to record a new sensor serial number in their records. Customer Service told me I needed a technician to come out to do the repair. Customer service recorded it as a need to have a battery replaced and then recorded it as a repair requiring a $100 charge. They did not advise me at the time of making the appointment that there would be a $100 charge. Technician arrives today and advise me of the charge. I called customer service and they refused to waive the charge even though they had told me the technician needed to be here. When I threatened to cancel service they told me that that was my choice and that they would support me on it. They put me through to a different person to cancel service and she was aghast to hear of the rudeness of the customer service representative and his supervisor. She also confirmed that the customer service representative who wrote up the order should’ve advised me of a possible charge of $100 if it was indeed found that the technician was not needed for the repair. The charge should not have been charged upfront. She gave me a credit for the inconvenience. This is the only thing that saved the day and did not make me cancel my services with DigitalLife.

We've had the ATT Digital life system for about 2 years and there has not been any issue with it in that time as it was running as expected i.e. if the alarm went off then a call would come in to verify need each time if the alarm was tripped, and if there was no response and the passcode/ word was not provided then EMS were dispatched within 5 minutes and at my home in less than 10. Great no bumps. Awesome system! Throw in a power outage and loss of internet and there you have some issues! After several hours of trying to get the darn thing back on line it gets stuck in test mode and (wait for it!) the customer service rep as helpful as she tried to be was unable to give me ANY technician appointment any time in the near future telling me that there was an "error" message in looking at the schedule (an we are current on our bill/ never late, etc.) To make matters worse- I requested that the bill be prorated as a result of the system not working properly and our not getting any services that we are paying for (reasonable right?) No so fast... The customer service representative was not willing/ able to speak to it other than simply providing her "understanding" and would not provide a straight answer of "yes we'll have a supervisor contact you about that" or "no, I do not currently have the authority to authorize that presently, but will escalate the call" Something/ Anything? Nope Just an apology and her "understanding that I was upset" but no "yes we will make that happen since your service is inoperable (that makes sense)". The only "solution" is that I was given a three hour window for a supervisor to call me back to address (if possible): 1.) the faulty system not being able to go back on line and out of test mode; 2.)not able to schedule a time that a technician can come to service the system installed in my home literally at all; and 3.) ATT Digital Life inability/ unwillingness to pend/ prorate the bill until it is fixed that I will still have to pay the bill for a defunct service! So very sad to say since until now we've not had any issue, but when we do have our FIRST issue BOY is it an issue because nothing can be done to fix the problem because they cannot even schedule a technician to come out and reset the system, AND cannot provide a straight answer regarding prorating the bill. Pray that you do not have power outages in New England (good luck with that) with this system because if God forbid there is a power outage and your system is off line and there is a fire in hour home or burglary too bad for you... and not tech appointment to be had. By the way to be perfectly honest the customer service person EXPRESSED that she did try her best to be as helpful as possible all in a text and not in a live person phone call by the way. I wait with abated breath for the "supervisors call" and how he/she might be able/ willing to rectify the matter... I would expect better customer service for this especially since we have everything with ATT. Get with it ATT

The customer is not very good. I questioned installation issues and the customer rep was very rude. Several of product that was installed was not as indicated from the sale people. I had to pay extra cost to have some installation corrected. I decided to keep the service until the contract expire